Zoom is deprecating the use of JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. The ability to create new JWT apps will be disabled on June 1, 2023. The projected end-of-life for JWT apps will be September 8, 2023. New and current users have until September 8 to migrate their JWT-based solutions to the new server-to-server OAuth or OAuth app types.

This deprecation impacts Freshservice's integration with the Zoom application, and it is necessary to update the integration by September 8, 2023, to continue using it seamlessly.

What happens if you don't update the Freshservice Zoom integration?

After September 8, 2023, the Zoom JWT will no longer be accessible. This may impact the Freshservice Zoom application used in SaaS management, Workflow Orchestration node, and subsequent API calls made to Zoom may be affected.

Freshservice Zoom OAuth Integration 

Here are the steps to update your Freshservice Zoom integration and ensure a smooth transition to OAuth-based authentication.

Step 1: Create a new application in the Zoom Marketplace.
Step 2: Configure OAuth settings in Zoom App.
Step 3: Update the configured Zoom Oauth credentials in Freshservice.

Note: Refer to the video above for steps 1,2 and 3.

Step 4: Update the Zoom - Orch application in the Freshservice Marketplace app.

Step 1: Create a new application in the Zoom Marketplace.

To use OAuth authentication, create a Zoom App in the Zoom account. Follow these steps to create a new Zoom App:

1. Login to the Zoom application using your Zoom credentials.

2. Navigate to Admin→ Advanced → App Marketplace.

3. Click on the "Develop" dropdown in the top-right corner of the screen.

4. Select "Build App" to create a new application.

5. Choose "OAuth" as the app type and click on "Create."

6. Enter the App name and select the account level app radio button. Make sure you uncheck the toggle button for publishing the app in the Zoom Marketplace to avoid external parties getting access to your Zoom app.

7 Once done, click on the "Create" button to finish creating the app. 

Step 2:  Configure OAuth settings in Zoom App

After creating a new Zoom app, the next step is configuring OAuth settings. Follow these steps to configure OAuth settings:

  1. You will be navigated to the  App credentials page, copy the Client ID and Client secret. This will be used in our further steps.

  2. Under "Redirect URL for OAuth" and “add allow lists,” sections add the following URL: "https://{{domain}}.freshservice.com/api/_/credentials/oauth_callback" (Replace 'domain' with the actual domain name of your Freshservice account)

  3. Under the "Scopes" section, add the following scopes:

           Orch required scopes for Zoom OAuth :

  • group:read:admin

  • group:write:admin

  • meeting:read:admin

  • meeting:write:admin

  • role:read:admin

  • role:write:admin

  • user:read:admin

  • user:write:admin

          SaaS required scopes for Zoom OAuth :

  • account:read:admin

  • report:read:admin

  • User:read:admin

  1. Once done, click on the "Save" button to save the OAuth settings.

Step 3: Update the configured Zoom Oauth credentials in Freshservice

After creating and configuring the Zoom app, the next step is to update the Zoom integration Oauth creds in Freshservice. Follow these steps to update the Zoom integration:

1. Log in to your Freshservice account as an administrator.

2. Navigate to Admin→ Automation & Productivity → Credentials.

3. Select the “New Credential” button on the top right corner of the screen.

4. Enter the credential name, and choose the Zoom- Orch application as the app name.

5. Select the type as Oauth 2.0

6. Paste the Client ID and Client Secret copied in Step 2.

7. Finally, click on Generate token and Save button

Step 4: Update the Zoom - Orch application in the Freshservice Marketplace app.

The final step is to update the saved Freshservice Zoom credentials in the Zoom-Orch Marketplace app. 

1. Navigate to Admin → Automation & Productivity → Apps.

2. Search for the Zoom Orch application in the installed apps section.

3. Choose Edit settings from the Settings dropdown across the Zoom - Orch application.

4. Click on the Add New button at the top right corner. 

5. Enter the Configuration and Credentials name that was saved in Step 3.

6. Turn on the SaaS discovery toggle if you have enabled the SaaS management module.   Refer to this article to purchase the SaaS add-on. 

7. Finally, click on the Add and Save button.